Seller Protection Failed — Serious Inconsistencies — Is This Allowed?
Hello,
I would like to share my case and ask the community if this type of eBay handling is really acceptable under their policies, and if anyone knows real escalation methods that worked for them.
I’ve been a seller on eBay for 14 years with 100% positive feedback. The buyer purchased a rare collectible item, clearly listed as “No Returns.â€
I shipped the item on time with full valid tracking (uploaded properly), and even offered to pay his customs duties when the item arrived at his country’s customs. The buyer ignored 5 eBay messages and an SMS from me, and failed to collect the package. After the return started, the buyer appeared days later saying "I was not home" and requested a refund. Out of goodwill, we agreed and I reshipped it again — even though I wasn’t obligated anymore, 3 ebay support agents said i can keep the money and resel to other buyer.
The buyer again ignored customs and my messages. He even had previously confirmed in writing that he promised pay the customs fees himself before the reshipment. But both times, he let the return process begin and then contacted me only after it was too late.
Later, after ~99 days, the buyer opened a false "Not Received" case. At first, three different eBay customer agents fully agreed that I did everything correctly, that the buyer was responsible for not collecting the parcel, and that I shouldn’t worry. Then the first eBay agent who reviewed the case also ruled fully in my favor, confirming my seller protection applied.
However, after that, the agent stated that because the item value was high, the case would be forwarded to another department. That’s when everything changed. eBay reversed their decision and refunded the buyer, using different and inconsistent reasons:
First: “You didn’t provide tracking information in time to win this case†— which was factually wrong because tracking was properly uploaded on time.
After I appealed, the reason switched to: “Item location misrepresentation†— because the item was shipped from other not Europe country instead of the location listed (EU), even though the buyer was fully aware of this via private messages and accepted it before reshipment.
When I questioned this through eBay’s own support, one agent even admitted that their agents are human and do sometimes miss important details, so the case was "corrected" afterward. Later the explanation was that “no valid tracking†was actually the same as “wrong location†— calling this simply "different wording for the same issue."
Now I have lost full payment, and even owe more fees than I originally received. This is causing severe financial harm for me.
Is this really how seller protection should work?
Is it acceptable for eBay to change case reasons from one to another completely different one after appeal?
Is it acceptable for support agents to confirm seller protection multiple times, and then reverse it later when a different team reviews it?
Is it acceptable that a buyer ignores two customs deliveries, confirms they will pay duties, and still wins full refund?
I have already filed formal complaints with BBB, FTC, California Attorney General, and IC3. But I would like to hear if any sellers or buyers here had success escalating to Executive Review, Legal, Investor Relations or any other body inside eBay that actually addresses such clear internal mishandling.
Just to clarify — my post was not so much about retelling what happened, but more about asking how to realistically fight such cases, what has actually worked for others, and what results were achieved (when there were real outcomes). I fully intend to keep fighting this, because what eBay did here is simply not fair. I'm even prepared to take this to court if needed. That’s why I’m hoping to hear real advice from other sellers who have experience in successfully escalating situations like this and getting actual resolutions. Any input would be greatly appreciated.
Thank you very much for any advice.
albertabrightalberta
·1 year agoIt's after this that you made your mistake.
Despite what tracking showed, you shouldn't have been sending multiple messages to let the buyer know what was happening. They see the same tracking and know what it shows.
When the buyer never paid customs fees and the item was returned to you, your obligation ended. Buyers lose MBG (money back guarantee) when they fail to pay customs fees.
Upon receipt of the return, although not obligated to issue a refund, you could have refunded the purchase price, deducting any of your non-refundable expenses. That would have been more than the buyer was even entitled to!
And at that point, I would have blocked the buyer and certainly wouldn't have resent the item.
Edit: MBG policy: https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210&st=3&pos=3&query=eBay%20Money%20Back%20Guarantee%20policy&intent=buyer%20protection%20exceptions&lucenceai=lucenceai&docId=HELP1238
tobaccocardyahoo
·1 year agoIf this was a credit card dispute that caused the refund, it appears that the result was exactly what would be expected.
The buyer won he had not received delivery of his order. Your funds which were held by Ebay were sent to the buyer. Ebay assessed a fee for a lost chargeback dispute.
The decision was made by the bank which issued the buyer's credit card. They probably ignored all of the messages between you and the buyer, they would not have even had access to them unless you copied them and included them in your response to the dispute.
You apparently were extremely accommodating to the buyer, more than you would have if you realized the risks you were taking.
There is no further recourse available through Ebay or the credit card issuer. You can consider a lawsuit in the jurisdiction which applies to the transaction. But that would be difficult and expensive with little chance of succeeding.
This is not the answer you want, but it does reflect reality.
hemiko_crystal
OP1 year agoIt is too bad that you and more other didnt read what i was asking for, other answers is not what was asked, and not really right in my situation too.
tobaccocardyahoo
·1 year ago@hemiko_crystal
"Is this really how seller protection should work?"
If you want us to say it is not fair, and Ebay should pay for your errors, no one is willing to say that.
You are, at least partially, at fault.
You apparently do not like being told that you are at fault.
You would have your merchandise in your hands and minimized your loss, if you did not persist in doing the wrong thing. Ebay has no reason to protect you when you do the wrong thing.
The Ebay MBG does not apply to 99 day old orders, so is not involved.
The rules for credit card disputes are not set by Ebay. Ebay does decide when it will pay for a dispute instead of the seller, and like most internet marketplaces does not reimburse for a "service related chargeback".
No insurer would have covered this transaction either.
You paid for it, treat it as a learning experience, an expensive one. Try to learn from it, although you are clearly unwilling to.
hemiko_crystal
OP1 year agoCase was clearly opened throught ebay as misleading "not received item", about what 3 ebay support agent said that it is buyer fault and i am protected, and even 4 agent when case was opened but after "higher price item" all suddenly changed. So simple and different because higher price item. Nothing else.
dryophelia
·1 year ago@hemiko_crystal
The reps are known for giving information they think you want to hear. They are paid by the call and not by the advice they hand out.
Now, here we are, left to try to convince you they were wrong and there is nothing you can do through eBay.
As with all losses, you can claim it on your 2025 taxes.
slati_2013
·1 year agoIf you got the item back, I would just accept the loss and move on. Looking back you should not have shipped the second time. This is clearly a untrusty buyer who is just wasting your time and probably had changed their mind.
12345jamesstamps
·1 year ago'Later, after 99 days'....buyer went outside of eBay territory and did a credit card dispute with the card they used.
This has nothing to do with eBay other than holding your funds and telling you the outcome of the situation.
Not all buyers are going to be honest.
'buyer ignored 5 eBay messages'...that's when a 'red flag' goes up and you stop talking to the buyer.
Never negotiate...and block the buyer and move on.
hemiko_crystal
OP1 year agoNO it was not refund throught bank, but ebay did it itself personally after ~99 days.
bonjourami
·1 year ago"NO it was not refund throught bank, but ebay did it itself personally after ~99 days."
Thats not possible.
ryry-jj
·1 year agoDid the item come back to you after the first time, and then you reshipped? And currently do you have the item back now?
I operate with the understanding that after the first shipment and return, eBay is done with the process, any reshipping is on the buyer. Might be wrong, but that is how I would always view it. As to how they filed a INR after 99 days, there has to be more to it.
I can see confusion all round, your story has a lot of that in it, so I can see inconsistencies when anyone is trying to understand it and apply a policy. What money are you actually out now, custom fees & shipping?
Lastly, you did mention a high value item...ebay's MBG policy is basically insurance, insurers are not in the business of paying out, contrary to what we all think, so they will go over every and any detail that work in their favor when it comes to a high claim. Again, no idea of what money we are talking about here.
hemiko_crystal
OP1 year agoI am out of not just shipping fees, custom fees but ebay ask from me additional their fees also now 250 USD approx. Item value was 1749 USD. Also my account score is with minus mark now.
I fully agree with you — after the first failed delivery attempt, I also believed that eBay would consider the transaction completed and that any reshipping was completely beyond my required obligations. In fact, even eBay support agents (3 of them) told me exactly that: that I was fully protected, the buyer failed to collect, and I should not worry about anything anymore.
The problem started after the buyer reappeared and requested reshipment. I agreed (out of goodwill, not obligation). The buyer even confirmed in written eBay messages that he would pay any customs fees for the second shipment. Despite that, he again failed to collect it from customs, exactly like the first time.
The biggest issue came later — when the buyer opened the "Item Not Received" case after about 99 days. That’s when eBay initially ruled fully in my favor again. But because it was a high-value item (~$1700), they escalated the case to another team. That second team then reversed everything using inconsistent reasons: first they said “no valid tracking provided,†which was false — tracking was uploaded properly. Then after my appeal, they changed the reason to “wrong item location.â€
When I asked eBay support why the reason was changed, one agent openly admitted: “agents are human and sometimes miss details, so the case was corrected afterward.†Another said: "it’s just different wording for the same issue." So it seems eBay can and will changes their rules when and how need, even before their agents said opposite opinion.
This whole chain of events leaves me wondering:
Is this really acceptable policy?
How can a reason switch from "no tracking provided" to "wrong shipping location" after the case was already ruled?
Why were three agents plus the first case agent correct — but then the higher team overruled everything after value review? More likely i have right but only because item is more value then they changes attitude.
eBay internally seems to refuse any real final review. I got formal excuse from them after 5 days (120 hours) it seems they not really want to answer me anymore, what their write also that can not answer anymore or just makes delaying time more as possible.
Just to clarify — my post was not so much about retelling what happened, but more about asking how to realistically fight such cases, what has actually worked for others, and what results were achieved (when there were real outcomes). I fully intend to keep fighting this, because what eBay did here is simply not fair. I'm even prepared to take this to court if needed. That’s why I’m hoping to hear real advice from other sellers or buyers who have experience in successfully escalating situations like this and getting actual resolutions. Any input would be greatly appreciated.
hartungcards
·1 year ago"I fully intend to keep fighting this, because what eBay did here is simply not fair. I'm even prepared to take this to court if needed. That’s why I’m hoping to hear real advice..."
Here's some real advice. You're wasting your time on this one, and you will lose.
hemiko_crystal
OP1 year agoI want to get positive answers with some resolutions not like - you will lose or etc. Always there is possible to do something. Always!
bonjourami
·1 year agoThe buyer, after 99 days, must have gone to his cc for a chargeback?
hartungcards
·1 year agoI have to wonder how seriously the BBB, FTC, California Attorney General, and IC3 will take complaints from someone in Latvia.
animal-house-8
·1 year agoFirst off not sure not sure why you put No Returns, there is no such thing on ebay, IND takes precedence over No Returns. even if it was described perfectly. Now opening a INR case after 99 days I am really not sure about, I really need someone from ebay to explain how that happens.
dhbookds
·1 year agoYou are in Latvia and I presume item was sold to buyer in EU or at least Europe...... This board is primarily US sellers and there can be differences in rules. Suggest you post on one of the European boards.....Germany or UK to get answers.
soh.maryl
·1 year agoI'm still hung up on your statement that a buyer opened an item not received case after 99 days.
How could that happen?
todaysstyle
·1 year agoRegardless of selling platform the buyer would receive a refund. For seller protection the item must show as "delivered". It does not matter if the person does not pick it up from customs, the item must be scanned as delivered for you to keep the funds. Yes, you did do everything correctly but in my experience there must be a delivery scan or buyer receives refund. Unfortunately, your experience is just part of selling online. Just be happy you received your item back.